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Rahul Yadav
AssistantManager,Intradayplanning,SLA management (WFM)
Phone no.:+91 9873500502/ Email: Rahulyadav12@gmail.com
Summary
Highly accomplished managementprofessional with proven expertise in operations,workforce management,client
interaction/support,service and supportin the outsourcing industry,an effective people manager with greatability to
motivate people and teams to achieve performance goals and productivity metrics
An intuitive visionary adeptat re-engineering processes to complywith goals and policies while controlling costs,
minimizing redundantwork,reducing manual work,and increasing profitability.Demonstrated proficiencyin:
 Performance Management/Process Improvement
 Program and Policy Implementation
 Developing teams for professional growth
 Communication and Emotional Intelligence
 Business implementation and Transition
Premium Clients managed –
 AT&T, U.S (Performance management,clientservices& reporting)
 ComcastCorporation,U.S. (Performance management,clientservices& reporting)
 Direct TV, U.S. (Performance management,clientservices & reporting)
Experience
Convergys India Services April 2013 — Till date
Assistant Manager, Workforce Management
 Client Services (WFM)
 Responsible for supporting the day to day and strategic clientrelationships.
 Identifying revenue enhancementopportunities & negotiating for extra volume if available at enterprise level.
 Lead negotiations seeking assistance for volume diversion to avoid clientdissatisfaction in case ofperformance
jeopardydue to performance impacting factors (shrinkage/higher than planned handle time etc.)
 Ensure all importantinformation to be communicated from clientto different level of executive leadership at
Convergys Corp & vice-versa.
 Be part of performance review with clientfor operations KPI(CSAT/FCR etc.) & provide inputs from WFM
standpoint,also lead performance review involving client/Convergys stakeholders for WFM Tier1 matrices
(Handle time/grade ofservice/Capacityetc.)
 BCP(Business ContigencyPlan) POC to manage sites/business in-case ofemergencysite
evacuation/downtime/power outages & initiate business contigencyplan.
 Collection and analysis and reporting ofhistorical center performance statistics.
 Work with Human Resources,Recruiting,and Training to coordinate the hiring and training of new employee
resources.
 Work with training and operations to coordinate multi-skill training for existing agents.
 Oversee communication to new hires on schedule process.
 Oversee proactive scheduling/approval/denial ofdiscretionaryactivities such as training,meetings,overtime and
under time.
 Oversee intraday managementof scheduling procedures,analysis ofreal time workload requirements,and call
routing to manage performance to service level requirements .
 Responsible for maximizing efficiency and occupancy while meeting service objectives .
 Oversee analysis and reporting ofemployee performance including schedule adherence.
 Setup new business/LOBs/Programs, coordinate with implementation team for new business setup.
 Real time/Intraday program management
 Lead teams directlymanaging performance & reporting for top 5 clients with Convergys Corp across globe.
 Coordinate with leadership within WFM & Operations for performance managementdiscussion to ensure overall
profitability
 Responsible for selecting,training,developing,and managing performance ofdirectreports in area of specialty;
and mentoring,coordinating,planning,and providing direction for work group(s) in accordance with the
organization’s policies and applicable legal requirements.
 Responsible for the day to day, minute to minute monitoring ofprojects for Real Time Adherence, Schedule
Adherence, Line Adherence and other related Work Force ManagementFunctions.
Projects
Command Center Support migration (WFM) - North America to India
Transitioned on-shore WFM supportto India WFM, the change included transition ofConvergys’s top 3 telecom business’s
WFM supportfor over 15k agents/15+ centers spread over North/South America, Canada,Philippines & India .
Launch & set up of Virtual Command Center - Centralized WFM Support
Undertook opportunityto be a key resource & supervise in costsaving projectwhich included transition ofFloor leaders,
Floor assistantrole to a centralized WFM supportresponsible for virtually managing Convergys centers outof India while
directly interacting with agents/team leaders/operations partners and assisting stake-holders in managing schedule
adherence/handle time/other keyperformance managementfactors with help of voice & chat based support,this project
introduced a new entry level position with-in WFM.
This transition included supportfor agentheadcountof approx. 10k agents/14 centers,along with setting up
reporting/training modules/bootcamp deliveries/communication method;also hired 100+ WFM resources from internal
talent pool within Convergys and external channels
Convergys India Services March 2010 — March 2013
Team Leader, Workforce Management
 Responsible for the planning and monitoring the efficientdeploymentof the workforce of large process and
manage the process end to end to deliver to Service Level Agreement.
 Prioritize workload,to deliver the highestpossible standards ofservice with maximum efficiencythus monitoring
and Reporting of Service levels on a day-to-day basis,Communicating schedule information and maintaining
adherence ofthe same.
 Identify opportunities to improve procedure/process and initiate action to implementthese (wherever appropriate)
to deliver the highestpossible level of customer service with the highestpossible efficiency
 Creating reports on various matrices,and sharing the same with the all concerned.Thus coordinating between
various departments like Operations,Quality (Customer Satisfaction),and directclientitselffor smoother
functions and ensuring qualitystandards.
 Monitor all call center parameters and ensure adherence to the same :Real-time adherence for the agents -
Average Talk-time,Hold-procedures,Average Handling time ofthe call,Aux-Time, Ensuring optimal staffing at
any given pointin time,etc.
 Train new hired team members on WFM environment and related tools like IEX, CMS Avaya, CRDB, Etalk and
Digital Solutions thathelps in maintaining the Service level agreementofdifferentprojects.
 Responsible for maintaining line requirementand occupancylevels in Operations for specific projects.Revising,
Improvising on Customer Satisfaction schemes.
 Creating reports that would summarize the performance ofthe operations floor.Analyzing the differenttrends by
studying the call flow and finding ways to improve productivity.
Convergys India Services June 2007 — Feb 2010
Route Back Specialist (SME), Operations
This was a projectto minimize the Route, Pend and Over & Short percentage of the Business.The Route,Pend and Over
& Short percentage is the major cause ofnegative financial impactto the process bytriggering non value added reworking.
Key Responsibilities
 Perform “Route Cause Analysis” to find out the major causes which are influencing high Route,Pend and Over &
Short percentage.
 To handle a team of 22 associates.
 Monitor cases worked by the High Balance associates,Low Balance associates,Write Off associates and D-Corr
Exception associates to analyze the opportunity areas of system and associates.
 Sharing feedback and to coach associates on the evaluations.
 To do a trend analysis ofthe monitored cases and drafta report to the Sr. Manager and to the client.
 To attend Calibration Meetings and Communication Calls this involves Client,Sr. Operations Manager and
Operations Manager.
Convergys India Services September 2004 — May 2007
Customer Service Representative
 Handle inbound calls for US customers and resolve their billing queries.
 Maintain a minimum rating ofQuality performer by meeting settargets ofhandle time,Customer satisfaction
rating.
Education
Bachelor of Commerce from Delhi University
Recommendations & Key achievements
 Promoted as Route Back Specialist(SME) in the year June'2007,as team leader,WFM supportin -2010 followed
by promotion as an assistantmanager in April,2013.
 Awarded bestperformer of“Capital One Bank” credit card disputes (charge back) process in Dec'05,Jan’06,
Aug’06,Sep’06 and Oct’06 and Sep'07.
 Awarded bestperformer ofthe quarter “Capital One Bank” credit card disputes (charge back) process for Jan’06
to March’06, July ’06 to Sep’06 and Oct’06 to Dec’06.
 Awarded bestPerformer of “Capital One Bank” credit card disputes (charge back) process for the Year 2006.
 Awarded as the bestCommand Center Team leader for the month of 01/2011 and 07/2011.
 Awarded as the bestAstt. Manger of the year “Legend Award” for the Year 2013.
 Awarded as the bestAstt. Manger for the 3rd Quarter of 2014 and 2nd Quarter of 2015.
 Awarded as the Most Electrifying and Admired Astt. Manager for the year 2014.
 Successfullytransitioned new line of businesses (AT&T, Comcast,DTV, Microsoft) to existing business bucket
 Transitioned 15 centers to Virtual Command center for existing business for WFM support
 Hiring POC for WFM associates (team leaders & entry level associates) from internal and external talent pool.
 Maintained zero attrition record from direct reporting group throughouttenure as an assistantmanager & also
developed associates for professional growth resulting in 21 internal promotion to assistantmanager and team
leader band.
 Lead Employee Engagementteam atorganisation level.
Declaration:
I hereby declare that the above information provided by me is true to the best of my knowledge .
Date:
Place: (Rahul Yadav)

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Rahul yadav 2015 resume

  • 1. Rahul Yadav AssistantManager,Intradayplanning,SLA management (WFM) Phone no.:+91 9873500502/ Email: Rahulyadav12@gmail.com Summary Highly accomplished managementprofessional with proven expertise in operations,workforce management,client interaction/support,service and supportin the outsourcing industry,an effective people manager with greatability to motivate people and teams to achieve performance goals and productivity metrics An intuitive visionary adeptat re-engineering processes to complywith goals and policies while controlling costs, minimizing redundantwork,reducing manual work,and increasing profitability.Demonstrated proficiencyin:  Performance Management/Process Improvement  Program and Policy Implementation  Developing teams for professional growth  Communication and Emotional Intelligence  Business implementation and Transition Premium Clients managed –  AT&T, U.S (Performance management,clientservices& reporting)  ComcastCorporation,U.S. (Performance management,clientservices& reporting)  Direct TV, U.S. (Performance management,clientservices & reporting) Experience Convergys India Services April 2013 — Till date Assistant Manager, Workforce Management  Client Services (WFM)  Responsible for supporting the day to day and strategic clientrelationships.  Identifying revenue enhancementopportunities & negotiating for extra volume if available at enterprise level.  Lead negotiations seeking assistance for volume diversion to avoid clientdissatisfaction in case ofperformance jeopardydue to performance impacting factors (shrinkage/higher than planned handle time etc.)  Ensure all importantinformation to be communicated from clientto different level of executive leadership at Convergys Corp & vice-versa.  Be part of performance review with clientfor operations KPI(CSAT/FCR etc.) & provide inputs from WFM standpoint,also lead performance review involving client/Convergys stakeholders for WFM Tier1 matrices (Handle time/grade ofservice/Capacityetc.)  BCP(Business ContigencyPlan) POC to manage sites/business in-case ofemergencysite evacuation/downtime/power outages & initiate business contigencyplan.  Collection and analysis and reporting ofhistorical center performance statistics.  Work with Human Resources,Recruiting,and Training to coordinate the hiring and training of new employee resources.  Work with training and operations to coordinate multi-skill training for existing agents.  Oversee communication to new hires on schedule process.
  • 2.  Oversee proactive scheduling/approval/denial ofdiscretionaryactivities such as training,meetings,overtime and under time.  Oversee intraday managementof scheduling procedures,analysis ofreal time workload requirements,and call routing to manage performance to service level requirements .  Responsible for maximizing efficiency and occupancy while meeting service objectives .  Oversee analysis and reporting ofemployee performance including schedule adherence.  Setup new business/LOBs/Programs, coordinate with implementation team for new business setup.  Real time/Intraday program management  Lead teams directlymanaging performance & reporting for top 5 clients with Convergys Corp across globe.  Coordinate with leadership within WFM & Operations for performance managementdiscussion to ensure overall profitability  Responsible for selecting,training,developing,and managing performance ofdirectreports in area of specialty; and mentoring,coordinating,planning,and providing direction for work group(s) in accordance with the organization’s policies and applicable legal requirements.  Responsible for the day to day, minute to minute monitoring ofprojects for Real Time Adherence, Schedule Adherence, Line Adherence and other related Work Force ManagementFunctions. Projects Command Center Support migration (WFM) - North America to India Transitioned on-shore WFM supportto India WFM, the change included transition ofConvergys’s top 3 telecom business’s WFM supportfor over 15k agents/15+ centers spread over North/South America, Canada,Philippines & India . Launch & set up of Virtual Command Center - Centralized WFM Support Undertook opportunityto be a key resource & supervise in costsaving projectwhich included transition ofFloor leaders, Floor assistantrole to a centralized WFM supportresponsible for virtually managing Convergys centers outof India while directly interacting with agents/team leaders/operations partners and assisting stake-holders in managing schedule adherence/handle time/other keyperformance managementfactors with help of voice & chat based support,this project introduced a new entry level position with-in WFM. This transition included supportfor agentheadcountof approx. 10k agents/14 centers,along with setting up reporting/training modules/bootcamp deliveries/communication method;also hired 100+ WFM resources from internal talent pool within Convergys and external channels Convergys India Services March 2010 — March 2013 Team Leader, Workforce Management  Responsible for the planning and monitoring the efficientdeploymentof the workforce of large process and manage the process end to end to deliver to Service Level Agreement.  Prioritize workload,to deliver the highestpossible standards ofservice with maximum efficiencythus monitoring and Reporting of Service levels on a day-to-day basis,Communicating schedule information and maintaining adherence ofthe same.  Identify opportunities to improve procedure/process and initiate action to implementthese (wherever appropriate) to deliver the highestpossible level of customer service with the highestpossible efficiency  Creating reports on various matrices,and sharing the same with the all concerned.Thus coordinating between various departments like Operations,Quality (Customer Satisfaction),and directclientitselffor smoother functions and ensuring qualitystandards.  Monitor all call center parameters and ensure adherence to the same :Real-time adherence for the agents - Average Talk-time,Hold-procedures,Average Handling time ofthe call,Aux-Time, Ensuring optimal staffing at any given pointin time,etc.  Train new hired team members on WFM environment and related tools like IEX, CMS Avaya, CRDB, Etalk and Digital Solutions thathelps in maintaining the Service level agreementofdifferentprojects.
  • 3.  Responsible for maintaining line requirementand occupancylevels in Operations for specific projects.Revising, Improvising on Customer Satisfaction schemes.  Creating reports that would summarize the performance ofthe operations floor.Analyzing the differenttrends by studying the call flow and finding ways to improve productivity. Convergys India Services June 2007 — Feb 2010 Route Back Specialist (SME), Operations This was a projectto minimize the Route, Pend and Over & Short percentage of the Business.The Route,Pend and Over & Short percentage is the major cause ofnegative financial impactto the process bytriggering non value added reworking. Key Responsibilities  Perform “Route Cause Analysis” to find out the major causes which are influencing high Route,Pend and Over & Short percentage.  To handle a team of 22 associates.  Monitor cases worked by the High Balance associates,Low Balance associates,Write Off associates and D-Corr Exception associates to analyze the opportunity areas of system and associates.  Sharing feedback and to coach associates on the evaluations.  To do a trend analysis ofthe monitored cases and drafta report to the Sr. Manager and to the client.  To attend Calibration Meetings and Communication Calls this involves Client,Sr. Operations Manager and Operations Manager. Convergys India Services September 2004 — May 2007 Customer Service Representative  Handle inbound calls for US customers and resolve their billing queries.  Maintain a minimum rating ofQuality performer by meeting settargets ofhandle time,Customer satisfaction rating. Education Bachelor of Commerce from Delhi University Recommendations & Key achievements  Promoted as Route Back Specialist(SME) in the year June'2007,as team leader,WFM supportin -2010 followed by promotion as an assistantmanager in April,2013.  Awarded bestperformer of“Capital One Bank” credit card disputes (charge back) process in Dec'05,Jan’06, Aug’06,Sep’06 and Oct’06 and Sep'07.  Awarded bestperformer ofthe quarter “Capital One Bank” credit card disputes (charge back) process for Jan’06 to March’06, July ’06 to Sep’06 and Oct’06 to Dec’06.  Awarded bestPerformer of “Capital One Bank” credit card disputes (charge back) process for the Year 2006.  Awarded as the bestCommand Center Team leader for the month of 01/2011 and 07/2011.  Awarded as the bestAstt. Manger of the year “Legend Award” for the Year 2013.  Awarded as the bestAstt. Manger for the 3rd Quarter of 2014 and 2nd Quarter of 2015.  Awarded as the Most Electrifying and Admired Astt. Manager for the year 2014.  Successfullytransitioned new line of businesses (AT&T, Comcast,DTV, Microsoft) to existing business bucket  Transitioned 15 centers to Virtual Command center for existing business for WFM support  Hiring POC for WFM associates (team leaders & entry level associates) from internal and external talent pool.  Maintained zero attrition record from direct reporting group throughouttenure as an assistantmanager & also developed associates for professional growth resulting in 21 internal promotion to assistantmanager and team leader band.
  • 4.  Lead Employee Engagementteam atorganisation level. Declaration: I hereby declare that the above information provided by me is true to the best of my knowledge . Date: Place: (Rahul Yadav)